Aiza Dy

• Managing data for Breast cancer trials as well as few Gynae/Ovarian cancer trials.
• Responsible in gathering, analysing and storing clinical trials data to high standard.
• Data entry and query resolutions processed in timely manner
• Liaise with clinician for any data discrepancies and I respond to data queries in timely manner.
• Communicate effectively with trial external sponsors, peers at work, and management.
• I conduct weekly catch up meetings with research nurses to discuss any outstanding data and assessment for patients - this definitely helped us in making sure all trial patients have their assessment and treatment in place, thus, allowing to gather data and store in EDC accurately.
• Attend regular monthly Data Management meeting to discuss any data related issues and come up with prompt resolution
• Liaise with Clinical Research Associates from trial sponsors for any trial related queries and making sure all adhere strictly to study protocols.

• New Patient e-Referral Service - review, triage and accept GP referrals in accordance to NHS terms
• National Breast Screening - telephone and email support
• Reception duties - checking in and out patients and clients, making new and return appointments where applicable
• Other applicable admin duties
• Motivated clinic teams to meet performance and productivity targets, exceeding patients' expectations.
• Resolved complaints quickly, calmly and professionally for positive outcomes for patients' benefit.
• Created welcoming, friendly patient environments to increase patients' satisfaction.
• Demonstrated respect, friendliness and willingness to help wherever needed.

• Receive inbound calls for Facilities Helpdesk and entered work tickets to obtain needed services for staff in the Trust.
• Followed up queries to check provided solutions met expectations.
• Basic troubleshooting bleep issues
• Reception duties
• Responded to major and critical incident reports
• Built positive customer rapport through friendly, professional communication.
• Handled customer queries focused on first-call resolution.
• Actioned customer feedback to enhance contact centre service provisions.
• Reduced customer wait times by adhering to call target timeframes.
• Used outstanding problem-solving and communication skills to appease dissatisfied customers.
• Asked probing questions of clients to understand needs and identify actionable requirements.
• Acted as first point of contact for issues and queries from hospital staff, patients, other Trusts/hospitals, and members of the public
• Demonstrated respect, friendliness and willingness to help wherever needed.

Account: Schweppes Australia Pty Ltd

• Assisted customers with varying questions using product knowledge and service expertise.
• Maintained current knowledge of company products and services to accurately answer client questions and make appropriate recommendations.
• Assessed customer needs to tailor product recommendations to individual requirements.
• Maintained detailed records of customer interactions and transactions for efficient follow-up.
• Applied effective problem-solving skills to address customer concerns and enquiries.
• Responded promptly to customer questions to improve customer loyalty and satisfaction.
• Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
• Advised customers on availability, pricing and location of products.
• Completed transactions to replace or exchange defective items.
• Reviewed customer history to recommend appropriate products and services.

Account: Prudential Annuities

• Registered and updated accurate customer information on database.
• Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
• Assisted customers with varying questions using product knowledge and service expertise.
• Employed active listening and product expertise to successfully resolve inbound queries.
• Prepared necessary forms to complete claims transactions.
• Maintained excellent client satisfaction by providing in-depth support.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Followed scripts when answering common customer questions.
• Recorded customer communications to maintain proper documentation.
• Transferred customer calls to respective department or personnel to address specific issues.
• Answered customer telephone calls promptly and improved on-hold wait times.
• Recorded information about inquiries and complaints within internal database.
• Established positive relationships with clients by going extra mile to build rapport.